ATT DEFINITY Generic 3 Call Vectoring/Expert Agent Instructions Manual

Detailed Call Flow for Converse—VRI Calls
H-2Issue  4   September 1995 
Converse Call Placement
The first action taken by the c onverse-on step is to deliver the call to the 
converse sp lit. Ringback tone is not heard by the caller. Any audible feedback 
supplied by vector processing remains until the VRU answers the call and all 
d i gits (if administered) have been outpulsed to the VRU. Vector processing is 
suspended. Callers remain in any nonconverse split q ueues, and they retain their 
position in...

Data Passin g
Issue  4   Septemb er 1995
H-3
Any attempt to remove a hunt group, split or skill administered within a converse-
on
 vector ste p is denied until the vector has been changed. Also, any attemp t to 
make a hunt group, s plit, or skill nonvector-controlled is denied if the hunt group, 
split, or skill is called by a 
converse-on step.
Data Passing
NOTE:
This phase is optional and is in effect only if the application calls for 
DEFINITY to pass information in-band to the VRU.
The 
converse-on...

Detailed Call Flow for Converse—VRI Calls
H-4Issue  4   September 1995 
NOTE:
DTMF tones (digits) with a length of 350_msec and with an interdigit pause 
of 100_msec are currently outpulsed by DEFI NI TY.  This results in a rate of 
approximately 2.2 digits p er second.
Any audible feedback supplied by DEFINITY  i s disconnected only after the 
outpulse sequence is completed. Also, any touch-tone dialing by the calling 
party during the data passing phase does not result in data corruption.
The following...

Data Passin g
Issue  4   Septemb er 1995
H-5
nwait: This data type sends the expected wait time for a call in vector 
processing that is queued to at least one sp lit. It is a value from 0 to 9999 
seconds. If the call is not queued, or is queued only to sp lits with no 
working agents, only the # is outpulsed.
n‘‘#’’:  This is the only character outpulse d. Outpulsing this character 
causes the corresponding prompt and collect command in the voice 
response script to be skipped.
n‘‘none’’:  This data...

Detailed Call Flow for Converse—VRI Calls
H-6Issue  4   September 1995 
To ensure the robust operation of the VRU data passing operation, be sure to 
implement the following  recommendations:
nInclude the prompt and collect command in the VRU script for each data 
field passed in the 
converse-on step.
nAdminister each p rompt and collect command to recognize the ‘‘#’’ 
character as the end-of-string character.
nEnsure the number of d i gits expected is one greater than the numb er of 
d i gits passe d...

Script Execution
Issue  4   Septemb er 1995
H-7
selected application, the first command in the exec’ed script is a prompt and 
collect
 command with no announcement promp t programmed and with the 
pound sign (#) programmed as the end-of-string character.
The ‘‘Converse second data delay’’ is used to  give the VRU time to invoke the 
selected application before the < data_2> digit string is outpulsed.
The a p plication developer should ensure the administered 
converse first data 
delay
 and converse...

Detailed Call Flow for Converse—VRI Calls
H-8Issue  4   September 1995 
The CONVERSANT VRU offers a built-in external function called 
‘‘converse_data.’’  This function allows a p plications developers to perform this 
operation in a convenient and robust fashion.
To ensure the robust operation of the VRU d ata return o peration, b e sure to follow 
these recommendations:
nSet the analog flash timing to 600 msecs
nEnsure DTMF tones last at least 70 msec
nEnsure interdigit pauses last at least 50 msec...

Script Completion
Issue  4   Septemb er 1995
H-9
The ‘‘Converse Data Return Code’’ can be followed by a maximum of 24 digits. 
The VRU touch-tones the code and the digits in-band. However, the c o de and 
the digits are not heard by the caller. The di gits are stored in DEFINITY as Call 
Promp ting dial-ahead digits. If ‘‘x’’ d igits are collected by vector processing 
before the 
converse-on step is executed, the maximum number of d i gits that can 
be returned is reduced to ‘‘24-x.’’ Any add itional d...

Detailed Call Flow for Converse—VRI Calls
H-10Issue  4   September 1995 
The last set of d i gits collected before the converse-on split step is executed is 
still available and may be displayed by an answering agent on the nonconverse 
split by using the CALLR-INFO b utton.
A VRU sc ript c an b e p rogrammed to continue running after hanging up the voice 
line. This after-call work is usually very short, and it may involve either a final 
message to a host or a final update to a local database. For this...

DEFI NI TY Switch Data Collection
Issue  4   September 1995
H-11
If VRU  data is returned, the calling  party is able to touch-tone a resp onse to a  
DEFI NI TY prompt only after the data collection phase is comp leted  and another 
collect digits step is executed. This is true because each executed c ollect digits 
step does not allocate a TTR when dial-ahead digits are present. Since VRU-
returned digits are treated as dial-ahead digits, a TTR is attached to the call only 
after all returned digits...